Petsecure | Pet Insurance Review

I bought this policy months ago and made a claim in July, 2021, It is now the end of September. My puppy turned 1 yr in September. He is a healthy pup with a history of an ear infection from swimming in a lake. The company representatives keep telling me they are missing either the vet records or the invoices. Today it was the claim form. I know the customer service people are working from home but this is ridiculous. My vet has sent the medical record 4 times. I have emailed the documents I have several times. While customer service reps are nice on the phone, once off the phone nothing happens. Each time the customer rep tells me either the claim forms or invoices are not received then the next one tells me they are but they are missing the opposite. They say then will follow up by phone and they dont. I sent copies by mail, and they are lost. This used to be a good company for Pet Insurance, I dont know what happened to them as now they seem to be a mess.

Been paying premiums for years and made only 1 claim for a single event/procedure recently. Here is a review of the experience: 1. The website is designed to make it as hard as possible to submit a claim. The page does not accept any file format, except small JPEGs, so you have to know how to convert all your PDFs or other documents from your Vet into low quality JEPGs in order to submit your claim online (it took a while). Then you get an email saying you will hear back from them in 2 weeks. Two, three, and four weeks go by and nothing. The website still shows you have submitted NO claims. You can cal them if you have 30min to wait in line for someone to pick up and when they do, they say they got your claim and will be notified by email. 2. No email comes, but after 4 weeks the website is now updated and the claim is marked as "Complete". However, without any explanation, PetSecure rules that more than 60% of the claim is deemed "Ineligible" (it was a single procedure performed by a specialist), another 20% is deducted as "Co-Insurance" (what? I have no other insurance), and after the $500 deductible, my claim is awarded less than 10% of the value of the claim, equivalent to a couple of months of premium. Now I realize I'm not the only one. I should have read the real reviews. Don't bother with PetSecure, unless you like throwing money away!

TERRIBLE - signed up the very first day when I went to the vet for the FIRST time. They will not cover ANYTHING that comes up in the trial insurance period (2 months) EVEN if you signed up for the insurance and the issue happened after. Then when you sign on for the full insurance they state that anything covered in the trial period will NEVER be covered under your policy. DO NOT SIGN UP FOR TRAIL with them as it intentionally causes you not to be covered for anything that comes up in the first two months FOREVER. This is intentional. WORST SERVICE EVER, total waist of money. Also the claim process is complicated and not clear.

I was sold on the idea that ALL claims would be processed within 14 business days however its ALWAYS been greater than 21 business days to get anything completed. Communication is weak and has frustrated me immensely anytime I've talked to someone. In the beginning it was "oh we are waiting on a document from you..." OK rookie mistake BUT it would have been nice if they advised me that I needed to submit more info instead of me calling them 3 weeks after the claim was sent it. Ive always made sure to send in all documents upfront now and the answer is "we are backlogged now and processing claims a week before your submission date (same answer with all my inquiries about claims). Only been a year that I've used petsecure and wish Management would look into processing timelines and either be honest with customers and tell them processing times are greater than 21 business days or change it on the contract to reflect 21 business days. OR better yet figure out internally why these published dates cant be met.

Processing is way too slow. Claim was sent by fax May 3rd received email stating they received it on May 20th and said it would be another 14 business days to process. Its June 8th and still no money. Since when does a fax take 17 days to reach someone.?? Also another claim sent May18th by email received by them June 8th. Seriously thinking about going back to Trupanion insurance that I had with my last dog. They never took more than 14 days to process a claim and sometimes in as little as 7 days.